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Business Profile

Heating and Air Conditioning

057331 N.B. LTD.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/10/2023

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a mini split for my home a couple of years back. Installation went smoothly. I paid for extra warranty on the units. One of the reasons I went with this company is because of their high BBB rating, which the salesperson made sure to point out.

    I ended up having a problem with one of the heads of the unit making a loud, high pitched sound. I put in a service call mid-April 2023 and still haven’t gotten a resolution. It took weeks for the first visit to my house to check the problem. The repairman indicated it was the motor and would order one. Then a couple of months passed. Finally, after calling every three days or so, I got a response that the motor was in. The repairman (the same guy) came back, but he didn’t have the new motor - he thought it was an initial call. It took a few more weeks of waiting. Finally, he came back with the motor, but it didn’t fit the unit. He indicated a new head would be needed. Previously we could still use the machine, but now that he removed the old motor, we ended up not being able to use it all summer. I call, and I call. They tell me they will call me back with more information. But they don’t call back. This has been going on for months, and I still do not have a new unit. Now my upstairs unit is displaying the same problem. They are not honouring their guarantee. They also go by three different names - Classic, Ace, and Scotia.

    Business Response

    Date: 20/10/2023

    Hi ***** 

    I have followed up with your service issues with our service department and our supplier. The supplier has agreed to replace your indoor unit. You will be hearing from us next week to arrange a time to come by to replace the head. I sincerely apologize for the delay in getting this repaired for you. 

    Thank you for your patience, 

    ******* 
    Office Manager

    Customer Answer

    Date: 23/10/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 20689084, and find that this resolution is satisfactory to me.

  • Initial Complaint

    Date:27/01/2023

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a mini sit through classic air .wich is owned by ****** hvac..i called classic..i called ****** hvac all we get is a call service and says call back in 24 hours..havent got a call back in months..its cold out and would like it fixed...i have warranty. They are great at selling them but wont awnser for warranty repair. How come nobody will call me...how come they cant fix my issue...need my mini split...its cold.

    Customer Answer

    Date: 01/02/2023

    Invoice attached. 

    Business Response

    Date: 06/02/2023

    hi *** - I apologize for the lack of communication regarding servicing of your unit. I have just checked over your file and the heat pump is now up and running. 

  • Initial Complaint

    Date:29/08/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchase and Installation ****** MPB 12000 BTU mini split unit was made in August of 2020, completed to my satisfaction at the cost of $4,000 + HST. Unit was purchased with 5 year parts, 5 year labor, and 12 year compressor warranties.
    August 2021 - the unit failed and required service. It was a result of an electrical board that required replacement on the interior unit, the service was completed in a timely manner (about a week from time of service request) and provided under the warranty at no cost.
    July 2022 - again the unit fails, and requires service. I initially attempted to make contact via email on July 14th, as I had taken a video of the error message being displayed on the unit, to potentially provide your team a technical advantage in assessing the problem prior to attending for the repair. I received no reply so I escalated my request by calling your offices on July 15th and left a message requesting a call back for service. I received a call back on July 18th where I was advised I would be required to pay a call out fee of $195.00 for tools, the company vehicle, fuel and associated costs unrelated to the warranty. This was something new, as it was not something previously presented, but I agreed as I just wanted my unit up and running amidst the summer heat, and a tech was arranged to attend my residence on July 22nd.
    A tech attended as scheduled, in a rental ****** pick up truck, thankfully I recognized him from the previous year, as he had no uniform, work order to present, etc. I allowed him to complete the work, which took approx 2 hours where it was determined that a board would be required for replacement on the exterior unit. The tech advised parts would likely be ordered today, as it was only 1130am and that someone would be in touch on July 25th (Monday to arrange for install). I have not received an update, I have called and emailed several times without reply. I was charged on July 28th the $195.00 with service outstanding

    Business Response

    Date: 23/09/2022

    I have looked into this, the board has been tracked down by the supplier and we will be calling **** to schedule in the service call to replace the part that has failed. The part and labour to install the part will be covered under the customer's warranty. 

    ******* *****

    Scotia HVAC 

    ************

    Customer Answer

    Date: 29/09/2022

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 17790427, and find that this resolution is satisfactory to me.  Replacement part was installed September 27, 2022 - unit now operational.  Thank you, 

057331 N.B. LTD. is NOT a BBB Accredited Business.

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